NEWS RELEASE
Albert
Hawkins
Executive Commissioner
Date: April 5, 2006
Contact:
Stephanie Goodman or Gail Randall, (512) 424-6951
HHSC Plans New Improvements Before Eligibility Rollout
AUSTIN – The Texas Health and Human Services Commission (HHSC) today announced that it will make technical and operational improvements before further rollout of the state’s new system designed to make it easier for Texans to apply for Medicaid, food stamps and other services.
“We remain firmly committed to the goal of allowing Texans to choose how they want to apply for services,” Health and Human Services Executive Commissioner Albert Hawkins said. “We also remain committed to ensuring that the new system is fully tested and ready before moving forward to other areas of the state.”
HHSC first implemented the new eligibility system in Travis and Hays counties on Jan. 20, 2006. Since that time, it has handled more than 14,000 applications, answered 76,000 calls and accepted more than 2,000 applications submitted over the Internet. More than 8,000 calls and 800 Internet applications came in after normal business hours – times when consumers were not able to receive state assistance in the past.
The state’s plan will allow Texans to apply for services in person at more than 200 state offices, through the Internet, over the phone and by fax or mail. Call centers provide live assistance from 8 a.m. to 8 p.m., and consumers are able to track their applications through an automated phone system.
“The new system has worked well for many Texas consumers,” Hawkins said. “It’s the first time they have been able to choose the application method that works best for them – after normal business hours, from the convenience of their own home, over the Internet or at a state office.”
HHSC had planned to roll out the new system in more than 20 Hill Country counties in late April. Before implementing the system in a new area, the state conducts a thorough review to ensure it is ready. Hawkins said the state has determined that improvements need to be made in two areas – call center operations and technical performance – before moving forward.
Improvement plans will be developed to address those issues, and HHSC will review the system’s readiness again in 30 days. The improvement plans will include better training for customer service representatives in the call centers, a process to more quickly resolve complicated cases, better reporting tools to track cases and workload, and improved data collection.
“We will not roll out if we are not absolutely confident that we’re ready,” Hawkins said. “We will closely monitor our progress and adjust as needed to ensure a smooth transition to a better, more cost effective system.”
### |
